- Report: #815062
Report - Rebuttal - Arbitrate
Complaint Review: SKW Central
SKW Central125 E. Main Street, Suite 311 American Fork, Utah United States of America
SKW Central REVIEW: SKW Central clients, feel confident & secure when doing business with SKW Central & Tax Lien Tutor. SKW Central commitment to client satisfaction, exceptional client experiences & success. Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction & confidence when doing business. American Fork Utah
*UPDATE:SKW Central recognized by Ripoff Report as a Verified business service.
*Author of original report: This company takes care of its customers. .. this entire scenario was a misunderstanding.
*Consumer Comment: SKW Central Poor Customer Service Not One Single Call
*Author of original report: Response to SKW Central's Comment
*REBUTTAL Individual responds: Response from SKW
SPECIAL UPDATE: September 13 2012: SKW Central remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. SKW Central is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.
To date, SKW Central has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business.
Over time and since becoming a member, SKW Central has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever SKW Central remains committed to improving customer satisfaction. [continued below]....
Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.
Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!
*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at email@example.com
Ripoff Report REVIEW:
EDitors UPDATE: Positive review has been given to SKW Central & Tax Lien Tutor for its commitment to outstanding customer service.
SKW Central has a firm belief in complete customer satisfaction and success. SKW Central clients can expect the company will work towards finding a mutually satisfactory resolution to any complaints. SKW Central tells Ripoff Report that they are available to their customers and listens carefully to their concerns. SKW Central welcomes open feedback, as this gives them an opportunity to see where improvements can be made. SKW Central genuinely cares about their client's experience with the company.
SKW Centrals founder, Mr. Sean Walker, has spoken with Ripoff Report regarding his view of the customer as the Greatest Asset. He recognizes that without the customer, there is no business. Mr. Walker conducts his business with the hopes that the customer will return again and again to invest in tax liens.
Another top executive of the company told us that Mr. Walker is fully invested in the company and genuinely cares about the customers. He recently told their staff "I want each of our customers to find success in tax lien investing. If there is anyone not finding success, then we're not doing our jobs." SKW Central's modo is: "The customer is the greatest asset." All the decisions in the company are based on this idea. Some of the other things Ripoff Report learned in the course of its investigation: typical customer feedback reads: SKW Central (and Mr. Walker) truly cares about the customer. We are very pleased with the responsiveness that he and his employees show us, and the investments presented. They are serious about meeting commitments, and deliver on all their promises." The operations manager at SKW Central stated "I love working for a company whose goals are to make the customer happy and to help them be successful. It's a great feeling being a part of this.
SKW Central takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "SKW Central provides a great environment to work in. Opportunities for suggestions and improvements are encouraged. Sean is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and customers." Rip-off Report was pleased to learn that SKW Centrals past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
SKW Central recognizes that complaints posted on Rip-off Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Reports Investigation SKW Central has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to an excellent customer experience.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Programthey agree to allow Ripoff Report to contact every person who filed a complaint so they can make things right with them. In order to confirm that the former employees complaint was resolved, Ripoff Report always monitors these emails to insure the company does what they promised and make sure they keep promises they made for this program in the future.
.. Any customer needing special assistance from the company, please email them at firstname.lastname@example.org and be sure to copy us here at Ripoff Report.. email@example.com ..
===================== NOW TO THE ORIGINAL REPORT THAT WAS FILED
===================== SKW Central SKW Central, Sean Keegan Walker's Tax Liens Increased fees without notification, "accidentally" deleted account, poor customer service an understatement American Fork, Utah
My entire experience with SKW Central, or Sean Keegan Walker's Tax Lien Company, starts like this.
I'm attending a free seminar about making money in real estate at a local Holiday Inn. Obviously, we all know that aside from the air we breathe, nothing in life is really free.
But being completely aware of that from the beginning, I am happy to attend the seminar to see what products and services they have to offer. After all, being sold isn't necessarily a bad thing--salespeople keep the world moving forward.
However, you have to make sure that you're buying quality products/services, and not wasting your money. It's fine, though; I'm smart enough. And I feel like I know a good investment when I see one.
Ultimately, I'm not there to throw money down the drain, but I'm certainly open to the idea of paying for value if legitimate value is being provided. That is my mindset.
As expected, the speakers are very talented, and there is clear value in the services they're promoting. Dean Graziosi, a well-known, rags-to-riches, multi-millionaire, real estate investor is the main event, though of course he himself does not attend (he has a team built for these things).
In a nutshell, they talk about all the money they make in real estate, the lifestyles they can afford because of that money, and how you too can make that money by using their special techniques--if you buy their service. All right, fair enough. If I went from zero to millionaire, I'd charge money for my time and knowledge as well.
Having said that, I won't go into Dean Graziosi too much in this article because it's not about him. For the record, I feel like he is legitimate and wish him the best of luck in growing his business and helping people live better lives.
After the real estate investing pitch is over, the tax liens pitch begins. Now I've been to a few other free seminars and thought the products or services being offered were complete crap, but like the real estate course, this tax lien program is also sounding pretty good.
In fact, I saw a lot of value in the tax liens program because of (a) how lucrative it was, and (b) how safe it was--if you do it right. The pitch was good and professional, and since SKW Central was the company being promoted, they were the ones getting the business.
I thought Dean Graziosi's and SKW Central's services were both great, and I purchased each of them. The real estate program was $2000, and the tax liens program was $1000, plus $14.95 a month.
Once again, no complaints about Dean Graziosi--this isn't about him or his company.
A couple months or so later, I realize that I've actually been getting charged $19.95 instead of $14.95 per month. It's just a $10 loss so far, so it's not really a huge deal financially, but I decide to call SKW Central customer service for the principle.
Not to mention, an extra $5 per month can add up, especially when you take into consideration that they like to increase the price without notifying you anyway. For all I know, it could be $25 the next month, $30 six months from then, etc.
Hey, accidents happen, though, right? Business is human, and humans aren't perfect. I'm certainly not perfect myself, so I'm going to give these guys a fair chance. When I reach a representative in customer service, I calmly and politely explain my issue to her, and she tells me that her manager will call me back by the end of the week with a resolution.
I don't think the issue is that complicated to resolve, but I keep those thoughts to myself, because I know how powerless individuals in customer service can be. I'm not saying that customer service never has any power, but many times this is the case (having worked in customer service myself in the past, I know this from experience).
Waiting a week isn't a big deal, and whether it's solved then or now makes no difference--as long as it ultimately gets solved.
Fast forward a week, no call from her manager, or any manager for that matter. Now I'm beginning to get frustrated.
I call back, still calm and respectful. What a coincidence, I get the same representative. Either this is a super-coincidence (this happens very rarely in medium to large-sized businesses), or they have a very small office, with very unorganized (or uncaring) people.
She apologizes that her manager has not gotten back to me, and lets me know that he is on vacation (how convenient). The most unfortunate part is that she or someone else in the office did not have the courtesy to call me and let me know about this--I had to call them and ask why I was essentially lied to.
Either way, holding grudges and harboring negative energy is not something I enjoy doing, so I let it go. I continue to treat her with dignity and respect, and she assures me that her manager will call me when he gets back from his vacation.
Although I feel like this is ridiculous, I can honestly wait another week or so since I'm only billed monthly anyway. And soon enough this will get resolved and I'll forget about it.
Another week passes. And another. Then a month passes, and no call from anyone, especially not a manager. By now, I feel like calling SKW Central's customer service is a complete waste of time, so I'm obviously not going to call a third time to simply get lied to again.
Such a simple issue, yet no one can handle it. A manager can't even take 5 minutes out of his or her day to call back a customer who has paid the company over $1000.
I'm already feeling nauseated that I'm even affiliated with a company that operates on these principles, and decide to check my SKW Central account to potentially salvage any kind of value that I can before canceling.
Lo and behold, my account has been mysteriously deleted (can't login, reset password, or re-create account with the unique passcode/key I purchased), though I am still being charged $20 a month for a service I am apparently not getting. And let's not get started on the $1000 I had to pay up-front to even get access.
So I'm in a situation. When things mess up, especially any subscription (recurring) type service, your first instinct is to call customer service and get things handled. However, SKW Central's customer service is the last group of people I want to speak to by this time, for very obvious reasons.
If they couldn't even fix a tiny billing error, despite calling multiple times, god forbid I ask for help on a more complicated issue.
This is the straw that broke the camel's back, and I call American Express promptly to file a chargeback on this ridiculously terrible, borderline-fraudulent service.
Thankfully, American Express is an excellent company and is very helpful when merchants misrepresent themselves and/or do not follow through on what they say that will provide.
Fast forward a few weeks after that, and I finally get a call from SKW Central. "Interesting," I think to myself.
The representative is just a regular guy in customer service/billing, and asks me if something is wrong with my credit card, because the charge isn't going through (I blocked all future charges from SKW Central when I filed my chargeback).
Wow! The audacity this company has!
After "giving" me the kind of experience I received, and never calling me back for support purposes (despite being told... twice!), they have the audacity to call and ask why they can't charge me next month's $20... wow.
Don't get me wrong, I'm already done with SKW Central by this time, but this incident just blew my mind. Perfect example of a company that just wants the customer's money and does not care about the customer.
Funnily enough, a few weeks after this happened, I actually do get a call from someone that is genuinely interested in my issues. Not that I care at this point, but it was refreshing to see that a company may actually start to give a damn.
However, it turns out that he only called me because he saw my YouTube video on Google Search, and not because customer service finally got their sh-t together or they realized that pretty major errors/glitches existed in their system and they wanted to apologize and make things right. He called to ask what he could do to get me to take down the video. What a surprise.
If you value your time or money, don't do business with SKW Central.
I want to make it clear: tax liens can be a very lucrative investment--tax liens themselves are not a scam. But invest in tax liens with a company that will actually care about you. Not a company that will overcharge you, lie to you, ignore you, delete your account on "accident," and only call you back when you provide them with negative publicity in return for the headache they've given you.
This report was posted on Ripoff Report on 12/28/2011 05:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/SKW-Central/American-Fork-Utah-84003/SKW-Central-REVIEW-SKW-Central-clients-feel-confident-secure-when-doing-business-with-815062. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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